We're looking for a Product Support Specialist - Night Shift | Pune This role is Office Based, Pune Office

Product Support Engineer (L1) | Night Shift - US EST/+ PST | Pune

The Product Support Engineer is part of the Global Customer Support Team, responsible for

providing Level 1 support to clients on the Cornerstone OnDemand products. Product Support

Engineer works via telephone and electronic communication (CRM) with clients to

acknowledge, analyse, and resolve complex application software related questions and

troubleshoot issues encountered in applications. This position requires a hands-on individual,

who can passionately and patiently educate our clients on, how our product is designed to work,

and excels in problem solving skills, has eagerness to learn and brings customer centric

mindset

In this role you will

Provide day to day functional and technical software application support in a 24x7

setting to our clients including functionality testing and troubleshooting as

needed.

Ensure proper, timely,



and ongoing follow-up on assigned cases to ensure service level

agreements (SLA) are met and client satisfaction is high (CSAT).

Time-bound and superior customer communication over CRM (salesforce), phone and

email to prevent case staleness/ageing and preventing backlog.

Follow work on hand prioritization while dealing with cases carrying high customer

impact and deliver time bound resolution in line with customer expectations.

Where necessary, time bound engagement of next level support with proper triage and

case documentation.

Attain and maintain product certification on Cornerstone products in adherence with

Cornerstones Product Certification Program achieving deep understanding and

expertise over Cornerstone applications.

Active engagement with Knowledge base and forums utilizing help channels/resources.
Consistently deliver aligning with set goals and beyond
Collaborate with team members from all around the world.
Consideration of

📌 Product Support Specialist (Pune)
🏢 Cornerstone OnDemand
📍 Pune